1. A
Valuable
Tool
Overview
Walk-through

2. Why a Walk-through? The walk-through…
Helps understand the customer and organizational processes
Provides a new perspective
Allows you to feel what it’s like
Lets you see the process for what it is
Seeks out and identifies real problems
Generates ideas for improvement
Keeps you asking why?…and why? again
Standard slide – please do not modify.
Engage the audience: This is a good time to ask of anyone has done a walk-through before—and if so, what their experiences were.
If not, provide an example of your own from a recent walk-through experience. 2

3. 3 1. Walk-through = Common misunderstandings about a walk-through:
Inspection
A walk-through is an experience where you see, hear, and feel the process as a customer.

4. 3 2. Walk-through = Common misunderstandings about a walk-through:
SECRET
SHOPPER
A walk-through should be announced to your staff. You want to engage them in the exercise.

5. 3 3. Walk-through = Common misunderstandings about a walk-through:
Customer
Interview
A walk-through is your own movement through the process, role playing the customer and documenting your own experience.